Documentation Update
With the release of version 9.2 will a new Admin guide be released? The latest version available for download is 8.2. With all the new features a new guide is really needed. Also can you please tell me what is the latest version of SQL Server supported? Thank you
Tasks after upgrade to 9200 not listed for some users
Hi, Another issue we have discovered since upgrading to 9200 is that some users are unable to view Tasks within a request, which they always used to. However, this does not appear to affect all users. Any ideas on why this might be with the changes that have been made?
Note window is now locked within the ticket window - can this be changed?
Hey there, Great work on build 9200. I look forward to digging into the new form functionality, APIs, etc. The note window used to open as a new window outside your current webpage. The behavior in 9200 has the new note window moveable but locked within the web page window. Our technicians prefer the previous behavior so they could make notes in the small note window while being able to minimize the larger ticket window. This would give the technicians more screen real estate to work on
Upgraded to 9200 and can no longer add Work Logs
Hi, We have just upgraded to 9200 over the weekend and have run into a major problem! We can no longer add Worklogs!!! Please can you let me know how to resolve this ASAP. Kind regards, Shaun
Issue with Auto Assigning Technicians
I'm attempting to auto assign technicians based on the category of the request. Scenario: 11 Technicians 8 in User Group A 3 in User Group B Group A & B also correlate to a category Once a category is selected, I'd like the load balance feature to auto assign to either a person in group A or B equally. During my testing, the auto assign would assign to anyone regardless of Group A or B/what category the request is in. Any ideas? Thanks!
Requesting ability to associate user groups with AD security groups
I think the idea of user groups is great. When it comes to notifications, announcements, etc. users groups are a valuable tool. I think that these user groups should be able to have their membership dictated by AD Security Groups. Is this already on the roadmap?
Is it possible to set an interval for the Windows Agent scan?
We really appreciate the Windows Agent. It's helped us fill in a lot gaps in our inventorying efforts. Is it possible to schedule an agent scan? Possible options could be: Hourly Every four hours Every twelve hours Every 24 hours At one or more user-defined scheduled times (10:00 AM and 3:00 PM for example) I ask because I have multiple sites in my individual accounts so the Audit settings may not be a good choice for me.
Self Service Portal customization in Manage Engine Service Desk Plus - MSP
Dear Team, I want to be able to customize my Self Service Portal in either one of ways stated below: 1) Disable/Remove the "Home" tab altogether or 2) Clicking on "Submit New Request" on Home page should direct to the "New Request" Template directly instead of landing on the "Template Categories" page. Kindly help.
Release Notes for ManageEngine MSP 9200
Does anyone have a link to the release notes for 9200. The usual README link only takes you to the main features page!
ManageEngine ServiceDesk Plus MSP Version - 9.2 (Build 9200) Available
Dear User(s) Greetings for the day. Thanks for your continued interest in ServiceDesk Plus MSP. We are delighted to announce our ServiceDesk Plus MSP 9.2 release. Existing users can upgrade their instance using the service pack (ppm)and try the new version. New user(s) / Evaluators can directly download and evaluate the application. What's new in ServiceDesk Plus MSP 9.2 (Build 9200) ? Refer here for details. Some of the highlights in this release : 1. Custom Triggers 2. Field and Form Rules 3. Barcode
Need help setting up ticket Queues / Buckets.
Hi All, HELP! We currently have the time to start setting up SDP for our users after two years of having SDP. Issue is we have 3 - 4 teams in IT In-house build application support In-house build application Admin In-house build application Training IT Helpdesk MIS Reporting Is there a way i can setup Queues or buckets where techs can pick up jobs? Thanks in advance for the great advice and tips.
Configuring the Pass Through Authentication in ServiceDesk plus MSP
Configuring Pass Through Authentication in ServiceDesk Plus MSP The following instructions will help you to configure Pass-Through Authentication under Admin – Active Directory. This feature is supported only for MSP Requesters and MSP Technicians. 1. Select the check box to activate single sign-on. Please choose the Domain name. You can enable Pass-through authentication for users from a particular Domain/AD forest. For authentication to happen for other domain users, the other domain should have
Test/Dev Instance of MSP?
What is the stance on being able to stand up a separate Test/Dev instance of our licensed MSP Enterprise edition? Can we do that under our current license as long as it is strictly for test/dev? Thank you
Two website vulnerability questions
SDP MSP 9.0 Build 9009 After setting up HTTPS and installing my SSL certificate I want to ensure the site is protected from known vulnerabilities. I ran my CA's inspection tool and it tells me that I have two weaknesses, 1) RC4 Cipher Enabled - A cipher suite is enabled that is using the weak RC4 stream cipher and 2) BREACH Vulnerability - The server is vulnerable to the BREACH attack For the RC4 issue, I found your FAQ article ( http://kbase.servicedeskplusmsp.com/faq/admin-3/admin-general/general/how-do-i-disable-weak-and-anonymous-ciphers-from-being-used-in-https-connection.html
SDP wont start - we are trying to evaluate if we want this product...not a good start
we have installed with all defaults on Win Server 2012 R2 App hangs on application layer starting. we have tried everything from different ports, server names, db types as well as uninstalling to take defaults. nothing works.
Mail Fetching from Exchange 2013
Hello, We are having periodic issues with ServiceDesk stopping its mail fetching. This happens almost every day around the same time period. We've checked our servers during this time and other clients have not lost connectivity. Here is a snippet from the log: [00:06:00:584]|[03-10-2015]|[com.adventnet.servicedesk.asset.task.ExportImportTask]|[INFO]|[20]|: Executing Export and Import task in thread : WorkerThread-Asset -0| [00:06:00:584]|[03-10-2015]|[com.adventnet.workengine.executor.internal.LocalWorkFlowExecutionHandler]|[INFO]|[20]|:
Attachments queries
1. When a change is linked to incidents- any attachments on the original incident cannot be viewed from linked incident - accessed via planning tab on change (no hyperlink to attachment as you would see for attachments in main change window) You have to come out of change window and open up original request to view attachment on incident linked to change is this expected behaviour and is this earmarked for change in any future build/Beta 9.2? Also we have had issues sending some attachments
Replying to an email thread appends all emails in the full mail history
Dear Team, We are facing an issue : when a new request is created (incoming mail) with many people in Cc, and the conversation extends by changing the people in Cc, the reply mails picks up email addresses of all people in the entire mail loop in that particular request. But, we might have changed the people in Cc in between, which gets ignored and appends the Cc with all the email addresses. Actually, the To/Cc field should take addresses to the thread to which we are replying only. Have anybody
Idle Call Report
Hi All, I have been trying to find a way to create a query report to report on calls that have not been updated in X amount of days for a single technician I found this old post below, however It did not give me the answer I was looking for. most of the reports crashed. https://forums.manageengine.com/topic/report-using-last-update-date I was trying to do this through the standard report function however it was showing all work logs older than a certain date on specific tickets, Looking for something
New MSP - multiple clients and incoming emails
I have MSP version 9.0 Build 9009. I've read through several forum posts and read several documents but I don't see a scenario like mine. Everything I see is for multiple clients each sending to an alias of the fetching mailbox. Here is my scenario: I have my incoming mail server mailbox set to servicedeskmsp@mycompany.com. I have clients ClientA, ClientB. I've set aliases in my incoming mail server such as: ClientAsupport@mycompany.com, ClientBsupport@mycompany.com. These are both aliases for
Import requesters from CSV without having to provide Self-Service login details?
I need to import requesters from CSV - these requesters exist in another product that we are moving them from. Is there a way I can import them without having to create/provide Self-Service login details for them? We have no interest in having login access for these requesters. Thanks
Request type not visible for requester
We noticed that a requester cannot choose the 'Request Type' column to show at the overview, only technicians can see it. Is this a 'feature' or a bug? Thanks in advance
Can we default the Is non-billable flag to Yes?
When we add a work log to Service Requests, the "Is non-billable" flag defaults to "No". We would like this to default to "Yes". Is that possible? Thanks, Tammy Your Version : 9.0 Build 9009 Database : mssql
Redirect of Logout?
SDP MSP 9.0 Build 9009. Upon Logout, is there a way to redirect back to the login screen without having to "Please click to relogin"? By the way, the functionality I am asking about works in SDP, but I can't remember if it was something I tweaked or if it worked that way by design Thank you
auto login using link
I would like to be able to auto login users by adding login information in the link e.g: http://myservicedeskname.com/Homepage.do?username=myuser&password=mypassword I am currently in http mode Is there a solution also for https mode? I do not use AD logins. thanks
Incident request problem
A SD ticket generated by requesting approval for software install via SSP in Desktop Central is not populating all fields. When the same user will send email directly to SD all necessary fields are populated. See both attached files: via_email and via_ssp
Service Level Agreement
Hi Support, 1. Need advise how to activate the SLA that have been deleted. 2. When create new same name SLA the system prompt failure message "SLA with same name already exists. Please provide a different value"
Backup Size Reduced
i have Service Desk Plus MSP Standard Edition version - Your Version : 9.0 Build 9009 Latest Version : 9.0 Build 9009 [Details] Database : postgres Today tool was crashed and i reinstalled on another system and restore my backup. everything seems working fine. backup size reduced drastically. before crash backup size - Part 1 - 52MB, Part 2 - 119 MB After restore Backup size - Part 1 - 53MB, Part 2 - 1 KB could you any help me, to find out the reason for the same. Thanks Anoop PS Mob - 9995822232
Next version of MSP?
Hi, I was advised earlier this year that the next release of MSP (to match the new SDP version 9 look and feel) would be released the third quarter of 2015. As we are now in the final month of the 2016 quarter I would like to know when this release is likely to appear.
Time Taken to Resolve doesn't automatically calculate
I have a technician that whenever he adds a work log, the duration isn’t automatically calculating based on the Start Time and End Time. He sets “Is non-billable?” to Yes, and the “Time Taken to Resolve” stays 0. Even if he modifies the Start Time or End Time the duration will not calculate for him. All other technicians time is defaulting in for them and updates accordingly when the Start or End Time is updated. He is set-up the same as everyone else so we are confused on how to fix this. Appreciate
Change displayed columns and column widths in Request views
Hi, Would it be possible to add in the ability to change the displayed columns and their respective widths in the available views on the requests screen? Thanks, Matt
Customer with two different SLA, according daytime
Hi all, I'm using Service Desk PLus MSP, Standard Edition, and I will need to setup an SLA for a customer with the following scenario: High Priotity Ticket - Time to Respond - 3 hours if ticket opened from 6am to 11am, if fom 11am to 6pm time to respond is 6 hours. How can achieve this? thanks for help. Best regards, Bruno
Site does not default in correctly
We have multiple accounts/sites set-up but we only have requesters assigned to one account/site at this time. We’ve ran into an issue two different times now where a requester goes to fill out a service request and the site field defaults to a site that they aren’t assigned to. When they go to submit their request, they get an error message “Requester does not exist”. We can’t figure out why a different site would default in for them that they aren’t assigned to. This seems to be sporadic and doesn’t
Can not print a request with full details
We have just had an ISO audit and have received a non-conformance because we are unable to print a request with all the details. All you get is a print-out of the Print Preview configuration with the first page with the scroll cursor on the right showing there is a lot more information below. We tried printing on the ServiceDesk Plus online demo and that appears to work correctly so clearly has now been fixed. When are the plans to roll this fix to the MSP edition? We are currently on 9006. P.S.
Change Management/Problem Management and Dashboards
We have recently upgraded to version 9.0 build 9009 We are setting up a new client (account/site) and have performed test login as one of the requesters on the new site. Can you please advise on a couple of queries below: Is there a way to customise the dashboard a requester would see? We will have client-side account managers, who themselves will not log tickets,but will require to see all activity under their account. It would be good if these requesters could see a dashboard summary of all account
Obtain hardware information of the assets from the Manufacturer/vendor
Hi, is it possible to obtain vendor information about our assets. This specifically relates to warranty information. We use a secondary asset scanning tool called Lansweeper. This has a built in web service that will query a serial number with the manufacturer and return a purchase date, warranty start and warranty end dates. Obviously this would be very useful information for a server and desktop estate if Manage Engine could provide the same? Do you have any plans to integrate these option in
Repercussions to deleting a Technician
If I delete a Technician, because they are no longer part of the company - what will happen to the -closed- tickets assigned to him? Will they become unassigned? What's the best alternative, if so, for auditing purposes? Is it better to change them to Requester or would this have the same effect? Thanks.
Resolve Time per incident.
Hi, I would like a report that takes the resolve time, subtracts the Created time and comes up with the time taken to resolve. resolve time - created time = 00:00:00 (days:hours:minutes) This must take business hours into account as well. Thanks,
Australian tax is precalculated.
In Australia, tax is not added on to the bill. It is already included in the advertised/displayed price. For example: In America you could pay $20 for something and get a tax added on your invoice making the total charge higher like $24. In Australia this is not the case. If you see $20 for something, that already includes the tax and you will get an invoice for $20. The tax is still noted on the invoice though so the billing system should calculate tax differently on the invoice. I think this is
Report on pending problems showing linked incidents
Any can anyone help with a report on problems showing: pending problems only as per one account, including linked requests plus problem ID, problem title, problem description, current technician, priority and workaround? many thanks, Kathryn
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